Summary
Overview
Work history
Education
Skills
Timeline
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Miriam Nicholson

Southampton,Hampshire

Summary

Highly adaptable and motivated professional with a strong focus on customer service quality and relationship building. Demonstrates exceptional time management and data analysis skills, consistently contributing to team success. Empathetic and self-aware, committed to fostering positive interactions and achieving organisational goals.

Overview

9
9
years of professional experience
6
6
years of post-secondary education

Work history

Escalated Case Manager and Quality Trainer

John Lewis and Partners
Hamilton, South Lanarkshire
2020.09 - Current

Being adaptable as a Quality Trainer, Influencer, and Escalated Case Manager in Furniture Aftercare, I am dedicated to elevating overall customer service experience by fostering and maintaining strong relationships with Partners and key stakeholders. My responsibilities encompass developing and delivering comprehensive coaching and training sessions, data analysis to identify trends and areas for improvement, and effectively managing escalated customer issues with a steadfast focus on achieving customer satisfaction.

Furthermore, I have taken proactive initiative by creating and disseminating a team newsletter aimed at fostering continuous professional development and knowledge sharing among Partners. To further enhance my leadership capabilities and support my career advancement, I am actively pursuing a Leadership apprenticeship, which provides me with valuable opportunities to learn and grow as a leader. I am also highly adaptable and capable of effectively managing and prioritising tasks in a fast-paced and dynamic environment where demands and priorities shift frequently.

Selling Specialist

John Lewis
Southampton, Hampshire
2017.09 - 2020.09

Delivered and supported quality of Service Standards through observation, feedback, and targeted coaching and training initiatives within the Southampton branch. Responsibilities included coaching and mentoring Partners, inductions, designing bespoke training programs, monitoring and evaluating performance, identifying and addressing training needs, and fostering strong and enduring relationships with both Partners and Stakeholders. Used data to create bespoke coaching and training whilst being adaptable to the changing environment of a branch.

Additionally assisted in developing training materials for the School of Service and Service Signatures at Bracknell.

Selling Partner

John Lewis
Southampton
2016.05 - 2017.09

This customer service and sales role required adaptability, quick thinking, and problem-solving skills to deliver excellent customer service. It involved building relationships with Partners and stakeholders whilst working across different departments and using various systems (Connex, Occo, and CSS) to assist customers. Key responsibilities included providing an exceptional quality of customer service (Love to Sell), quickly acquiring product knowledge, merchandising, managing stock takes, and resolving customer issues face-to-face.

Education

Leadership Apprenticeship - Leadership

TRS

Foundation Degree in Arts - Working with Children

Southampton University
Southampton
2006.09 - 2009.06

A-Levels - English and Maths

Copthall School
London
1994.09 - 1996.07

GCSEs - 8 GCSE's including English and Maths at Grade B

Copthall School
London
1992.09 - 1994.07

Skills

  • Adaptable
  • Team Player
  • Relationship building
  • Self aware
  • Time management
  • Customer service focused
  • Motivated
  • Empathetic
  • Data analysis

Timeline

Escalated Case Manager and Quality Trainer

John Lewis and Partners
2020.09 - Current

Selling Specialist

John Lewis
2017.09 - 2020.09

Selling Partner

John Lewis
2016.05 - 2017.09

Foundation Degree in Arts - Working with Children

Southampton University
2006.09 - 2009.06

A-Levels - English and Maths

Copthall School
1994.09 - 1996.07

GCSEs - 8 GCSE's including English and Maths at Grade B

Copthall School
1992.09 - 1994.07

Leadership Apprenticeship - Leadership

TRS

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Miriam Nicholson